Refunds & Cancellations

Scope

This policy applies to professional engagements with Smartappnetwork for control deficiency logging, process walkthrough documentation, remediation follow-up reviews, and related advisory work described in a written engagement letter. It does not cover goods retail, software licences, or subscriptions — we do not sell those.

Deposit

A deposit confirms reserved fieldwork dates. The deposit amount is stated in the engagement letter (typically 30–40% of the estimated fee). Deposits are credited against the final invoice.

Cancellation by the client

• More than 14 days before the agreed start date: deposit refunded in full, less any documented third-party costs already incurred with your approval (for example specialised translation booked at your request).
• 7–14 days before start: 50% of the deposit may be retained to cover scheduling loss; the remainder is refunded.
• Fewer than 7 days before start, or after kick-off materials have been issued: the deposit is non-refundable. Work already performed is invoiced at the agreed rates.

Rescheduling

One reschedule with at least 7 days’ notice is usually accepted without charge, subject to our availability. Further moves or late changes may incur a rescheduling fee disclosed before confirmation.

No-shows

If process owners fail to attend agreed walkthroughs without 24 hours’ notice, time reserved may be billed and the register timeline extended. Repeated no-shows may lead to engagement suspension under the letter terms.

Work already started

Once walkthroughs, sample testing, or register drafting have begun, fees for completed stages are payable. Partial refunds, if any, apply only to unused future stages and are calculated case by case.

Materials and third-party costs

Purchased materials or third-party services ordered at your written request (for example courier of papers, external translation) are non-refundable once ordered.

Refund method and timing

Approved refunds are returned by the original payment method where possible, or by bank transfer to the account you nominate. Processing typically takes 10–15 business days after written approval.

How to request a refund or cancellation

Email info@smartappnetwork.digital with your engagement reference, reason, and preferred contact number. Phone: +852 2156 2888. Address: OfficePlus @ Wan Chai, 303 Hennessy Road, Wan Chai, Hong Kong.

Exceptions

Statutory cooling-off rights, if any apply to your situation under Hong Kong law, are not limited by this policy. Engagement letters may include additional commercial terms that prevail for that matter where expressly stated.